Help Desk Technician - Minneapolis, United States - Satellite Shelters, Inc. | Satellite Industries, Inc.

Description

Job Description

Job DescriptionSatellite Shelters, Inc., a leader in the mobile office and storage solution industry, is looking for an enthusiastic, dedicated, customer-focused and FUN individual to join our team in our team Satellite Shelters is a company that believes in treating our customers and employees with honesty and integrity. If you are someone who does the right thing, even when no one is looking, then we want to talk to you

Position Summary:
In your role as a Help Desk Technician, your primary focus is on Customer Service. This position will be the first point of contact for most end user interactions, usually via phone or email. You will assist the MIS team with basic troubleshooting and support of the IT infrastructure and end user equipment. You demonstrate effective Communication Skills when assisting users with technical issues, ensuring prompt and clear resolution. Problem Solving Abilities are crucial in diagnosing and resolving user problems, and Team Collaboration is evident when working with colleagues to address complex issues efficiently. This is the equivalent of a "level one" support technician.

Essential Functions:
Technical Support and Assistance:

• Provides technical support identifying, investigating, and resolving users' problems.
• Creates training material for basic system use and provides on-demand training for staff as needed.
• Collaborates with the MIS team to identify system requirements as they pertain to our standard operating procedures and suggests potential systems or process modifications to meet the specifications.
• Maintains knowledge of trends, technological innovations, developments, and best practices.
• Create support tickets and maintain communications with end users.

System Performance, Upkeep, and Development:

• Monitors systems, conducts testing, and gathers data to escalate issues to MIS staff.
• Coordinates with 3rd party support partner to resolve system errors when unable to resolve them internally.
• Maintains system documentation (records of system outages, upgrades, internal customizations, and revisions).
• Uses general troubleshooting procedures to resolve problems.
• Collaborates with other staff to research.
• Performs other related duties as assigned.

Required Skills:

• Proficient with or able to quickly learn systems and software used by the organization.
• Proficient with Microsoft Office 365 based applications
• Ability to explain technical issues to technical and nontechnical staff and customers.
• Excellent written, interpersonal, and verbal communication skills with the proven ability to collaborate with a team.
• Excellent problem-solving, analytical, time management skills, attention to detail, and organizational skills.
• Demonstrated Conduct that is in Alignment with Satellite's Circle of Culture

Supervisory Responsibilities:
No formal supervisory role.

Education and Experience Requirements:

• Associate of Applied Science degree in computer science or relevant/related field experience required.
• At least two years of experience in customer service-related position (retail/phone support/other)

Physical/Mental Demands:
Position requires a high degree of concentration to manage frequent interruptions while meeting strict deadlines. This position requires the ability to perform duties using both typical office equipment such as computers, cell phones, and printers as well as the ability to communicate and perform tasks in an office environment. Prolonged periods sitting at a desk and working on a computer.

Lifting up to 40 pounds, ladder use, basic tools (screwdrivers/drill) and any other associated skills to assist in the set up and deployment of computer workstations, phones, printers, and other related hardware components.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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